Cancelling a subscription

An admin cancels your company's subscription from Account settings, and it ends at the end of the period you have paid for; until then every module stays on and your credits stay usable. This page walks through what happens next, one step at a time, and How credits work explains the credits themselves.

How to cancel

Open Account settings and, under Billing, choose Manage billing, which opens Stripe's billing portal, where an admin can cancel the subscription. Only an admin sees Manage billing, and it appears once your company has started its first purchase. A member who wants to cancel asks an admin, and Members and roles says who can do what.

Cancelling stops the next renewal, and the subscription runs to the end of the period you have paid for. To drop one module and keep the rest, choose Remove beside it under Modules instead. Your last module cannot be removed that way, because cancelling is how a subscription ends.

When your modules turn off

Until the end of the period you have paid for, nothing changes: every module keeps running its checks, and Account settings shows the date the cancellation takes effect. On that date the modules the subscription covered turn off. Procure-to-Pay and Order-to-Cash stay on, because every company keeps them with its signup grant.

On annual billing, the period you have paid for is the whole annual term, so an annual subscription cancelled part-way through keeps its modules and the year's credits until the term ends.

What happens to your credits

• The allowance stays usable until the subscription ends, on monthly and annual billing alike, and cancelling an annual subscription does not take back the year's credits it granted up front. What is left when the subscription ends is not refunded and does not carry into a new subscription, which starts with an allowance of its own.
• Top-up credits you bought are kept at their full value, but they are frozen, because they can be spent only while a subscription is active. Account settings shows them as frozen beside your balance, and they become usable again when you subscribe again.
• The signup grant stays as it is: what is left of your 250 signup credits can still be spent on Procure-to-Pay and Order-to-Cash, with no expiry date.

Nothing is refunded

Cancelling refunds nothing you have already paid; instead, your modules stay on for the rest of the period you have paid for. The same is true when you change your plan or buy a top-up. The Terms of Service set this out: fees are not refundable, except where the law requires a refund.

If a payment fails

A failed payment is not a cancellation. Your modules stay on while Stripe retries your card, Account settings says that the payment failed, and top-ups wait until a payment goes through. If every retry fails, Stripe ends the subscription, and the modules it covered turn off at once, because that period was never paid.

Your company after cancelling

Cancelling does not delete your company: the Data Room and the documents in it stay as they were, and so do your members and their roles. Storage beyond the 25 GB included is still charged each month, from the credits you can still spend. To have your company's data deleted, see Retention and deletion.

Subscribing again

An admin subscribes again from the Add Modules page. The modules you choose turn back on over the documents already in the Data Room, your frozen top-up credits become usable again, and the new subscription brings its own allowance.